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Junior Sports Kit > Need some help

Need some help?

Customer Support

If you have any problems please contact us either by email
info@Kit-Matters.co.uk or by calling the number at the bottom of this page. This line is manned between 10am and 5pm Monday to Friday and is charged at the national rate. However, please check through the rest of this help section first to see if your question can be answered, saving you a phone call.

How to Shop

I would like a different delivery address

How do I change what's in my shopping basket?

I don't know what size to buy

I am having problems processing my order

I use Safari or Google Chrome and I am having problems processing my order

Sending feedback

How To Shop:
We have tried to make shopping at Kit Matters as simple as possible and we offer a range of different ways to shop:

By Category: Pick the sport you are interested in from the list on the left hand side of any page. This will bring up photos of the categories we sell relating to that sport. Click on the relevant photo and you have the entire range available to choose from.

Quick Search: On the right hand side of any page is our "Quick Search" box. Just type in a word relating to the product you were looking for, or a more general theme like "bat" for example. Quick Search uses the "product name" to try to find what you are looking for so it may not show all items that might be of interest to you. The more general you are with your words the more likely you are to find what you want. If you have done one search and want to do another please refer to the foot of the page where you can enter more search criteria. You can also search by value at the foot of the search results page.

By Phone: Please call our Customer Service Team on the number at the bottom of this page. They will be happy to place your order on your behalf. Please have your credit card details, billing and delivery address to hand. Our phone lines operate from Mon-Fri 10am to 5pm, otherwise please leave a message with your contact details and let us know when you would like us to call you back.

How To Order Online:
When you have found the product you would like to buy, select the size and colour/option you would like by clicking on the relevant radio button next to that product. Amend the quantity by changing the value in the "quantity" box next to the product. Then add the item/s to your Shopping Basket by clicking on the "Add to Basket" button. You can then continue shopping by finding more products or you can check what is in your basket (or amend your order at any time) by clicking on the "Check Shopping Basket" button on the top right of every page.

Complete the order by clicking on the red "Purchase Items" button on the top right of any page. Follow the instructions to complete the online order form. The order includes product and delivery details. Please ensure that you enter an accurate address as our system automatically uses what you enter to produce your delivery documents.

You can amend your order at any point up until entering your card details. When you have completed your delivery details and selected which delivery method you would like you will then be transferred to our payment service provider (Protx) where you will be asked for your card details.

Once payment has been confirmed we will send a confirmation email to you, so please ensure that the email address you enter is correct.

We aim to fulfil all orders within one working day of payment being received (stock permitting). They will then be delivered to you according to the delivery terms you select.

I would like a different delivery address:
We know that for parents whose children are at boarding school it is some times necessary to have things delivered directly to them, or you may prefer to have your purchases delivered to you place of work or to a neighbour.

If for any reason you would like to have your goods delivered to an address other than the one where your card is registered please contact us and we will be pleased to assist.

How do I change what is in my shopping basket:
If for some reason you would like to change what is in your shopping basket you can click on the "Shopping Basket" button on the top right of the screen (just above the red "Purchase Items" button.) You will be taken to a screen which lists what you have in your basket. You can change the quantity of any item simply by amending the value in the "Quantity" box next to the relevant item, or you can remove the item completely by clicking on the box in the "Remove" column next to the item you would like to remove.

When you have finished amending the quantities, click on the "Update Cart" button on the bottom left of the Shopping Cart. Then you can either click on the "Back to Store" button if you wish to continue shopping or click on the of the "Purchase Items" button if you have finished shopping and would like to pay.

You can update the shopping basket as many times as you like, you are not committed to a purchase until you have entered your credit card details and they have been accepted by our Payment Service Provider - Protx.

I don't know which size to buy:
Please refer to our "Sizing Guide" by clicking on "The Sizing Guide" box on the right hand side of any page. Or Click here to refer to our sizing guide. If you are still not sure please do contact us either by emailing info@kit-matters.co.uk or by telephoning the number at the bottom of this page with your details and we would be pleased to offer advise.

I have put all my details in but I can't get my order accepted.

Usually this is because you have made an error in the details you have entered. Please double check that you have entered your full address, telephone number and email address and that they are correct. If there are bits our system will not be able to accept your order as these details are used for printing your address label. If the details are incorrect then the credit card system will not accept them - sorry!

If you are still experiencing difficulties with processing your order please contact us and we will process it for you.

I am having trouble getting my card payment accepted.

We are aware that out payment service provider (Sage Pay) some times rejects payments for no apparent reason. Most of the time it is because addresses or personal details are not entered correctly. In addition the banks have recently introduced some extra security checks which some of our customers have experienced problems with.

If you would like to proceed with your order we can process it manually for you or perhaps you would like to try again, entering your credit card name and address correctly.

IF YOU WOULD LIKE A DIFFERENT DELIVERY ADDRESS from the one at which your card is registered please enter you order using you card name and address and then telephone us on the number at the bottom of this page, or email details to sales@kit-matters.co.uk, with your delivery details.

If you are still experiencing difficulties or would like to discuss your order please do contact us either by email or by telephone the number at the bottom of this page and we will endeavour to process this manually.

Please make sure that you provide us with a correct telephone number, and one that we can contact you on in case there is a problem and we need to get in touch.

Send Feedback:
We are always delighted to hear from our customers, this helps us to continually improve our service to you and the range of products we supply. If you have any comments or suggestions on either our website or the products we supply, please send us an email at info@kit-matters.co.uk or telephone the number at the bottom of this page
Junior Sports Kit > Need some help
 

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